COBRA & Direct Billing Support Specialist (Remote)

Who We Are NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the past 30 years, we have grown considerably and are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world-class customer service experience. Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures. Job Summary The COBRA Support Specialist supports and services COBRA & Direct Billing participants, as well as clients and brokers by providing COBRA Administration in accordance with federal COBRA regulations. Core Behaviors Communicating complex issues clearly and simply Proactive follow-up Delivering legendary customer service Relentless about improvement Core Competencies Customer Support Membership Changes Customer Support Responsibilities Punctually logs in at their assigned phone shift and maintains available status outside of breaks and lunches. Promptly answers incoming calls and e-mails to provide support to clients, brokers, and participants. Accurately & confidently explains COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage. Assists clients, brokers and participants with navigating the COBRA & Direct Billing Portal. Familiar with reporting functionality and assists clients and brokers with running and interpreting reports in the portal. Documents all interactions in the phone system & SharePoint immediately after calls & emails, keeps organized notes of calls requiring follow-up and takes ownership until resolution is reached. Maintains a strong working knowledge of COBRA and stays current with law and regulation changes. Confidently handles complex issues and collaborates with other team members to find the best resolution. Tactfully addresses sensitive participant matters. Documents urgent reinstatement requests according to department procedure and follows up on requests until completed. Consistently follows-through on requests until resolved. Take initiative to use available resources to problem-solve and escalates when appropriate. Appropriately redirects calls and emails to other departments as needed. Assumes other duties as assigned by Manager. Ensures privacy by following all security and HIPAA guidelines. Processing Changes Responsibilities Timely processes requests from participants according to department procedures in the COBRA & Direct Billing Portal, including COBRA elections, removing dependents, dropping coverage, life events. Processes requests from clients and brokers, including contact changes, adding/removing subsidies, reporting requests, updating direct billing accounts. Uses available templates and resources to efficiently handle incoming requests. Engages productively with other team members to encourage and maintain a supportive environment. Works effectively with various individuals and multi-task. Makes decisions utilizing sound judgment. Assumes other duties as assigned by Manager. Qualifications And Experience 6-12 months of direct COBRA Administration experience preferred. Experience with Direct Billing preferred. Experience with Alegeus WealthCare COBRA Platform strongly preferred. Experience with RingCentral preferred. Track record as an enthusiastic team player with proven ability to prioritize and multi-task. A passion to make customers and coworkers feel important and valued. Must be able to cope in a fast-paced environment managing sensitive, confidential issues. Proficient PC skills including Microsoft Suite (Office, Excel, Outlook, SharePoint, Teams). Preferred Skills – Not a Requirement Bilingual, Spanish. What We Offer We offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. The base salary range for this position is $40,000.00 – $50,000.00, determined by experience, credentials, education, certifications, skill level, scope of position and geographic location. The position may be eligible for performance-based incentives. We pride ourselves on a PeopleFirst culture that focuses on building and nurturing lifelong relationships with our employees. Equal Employment Opportunity NFP is an inclusive Equal Employment Opportunity employer. #J-18808-Ljbffr NFP, an Aon company